Customer Onboarding Manager I

4 weeks ago

Chennai, India ZoomInfo Full time

The Customer Onboarding Manager is a key member of the Customer Onboarding & Adoption team and has responsibility for connecting with our customer end-users to ensure maximum adoption and usage of ZoomInfo and our suite of products. The role requires a strong sense of customer service as the Onboarding Manager will speak with our end-users to determine what reasons they have for not adopting and then helping them with solutions, both short and long term. 

What You'll Do:

Connect with ZoomInfo customers/end-users via phone and email who have not adopted and/or used any number of our suite of products. Log calls in Salesforce CRM. Determine reasons for no adoption/low usage on the part of the customer/user. Identify and place reasons into pre-determined groupings in order to provide feedback to executive leadership on usage trends.Actively triage customer reasons for no adoption/low usage and assist the customer/end user with addressing the issues they are experiencing, including, but not limited to: coordinating a training, referring to customer support, or communicating with product and engineering teams about a possible issue.Follow up daily with customer as necessary to ensure quality customer experience and provide ongoing resources as necessary to the customer.Provide daily reports and updates of outreach. Coordinate with leadership an executive dashboard on the grouping and reasons for no adoption/low usage as well as proposed solutions and follow-through by customers.Perform a wide variety of professional tasks, which demand a high level of creativity and imagination, as well as a thorough knowledge of the applicable needs and expectations of employees/customers.

What You Bring:

At least 1 year experience in a SaaS company environment, preferably connecting with prospects/customers through phone/email.Experience with CRM tools with preference given to candidates with Salesforce experience.Ability to analyze customer concerns and identify education and growth opportunities within an account.Must be a problem solver. Ability to research, analyze and provide a solution to newly identified issues.Team focused with strong collaboration and communication skills.Emphasis on attention to detail and quality.Able to be successful in a fast-paced environment that rewards hard work and self-motivation.Exceptional verbal and written communication skills.

Working hours: 7:00 PM - 4:00 AM IST

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